NSW public library wiki

• Jody Gaskin - Parramatta;
• Suzanne Micallef-Parramatta;
• Ellen Forsyth-SLNSW;
• Stephanie Hodgson-Auburn;
• Heidi Colquhoun - Blue Mountains;
• Eleonora Jezierska - Blue Mountains;
• Carole Dent - Ultimo;
• Renee Fittler - Ashfield;
• Gabriele Winter - Canada Bay;
• Elizabeth Baker - Bankstown;
• Lim Goodarzi - Canada Bay;
• Janet Johnson - Ku-ring-gai;
• Gaye Stinson - Burwood;
• Melanie Mutch - Warringah;
• Sue Hamling - Gosford;
• Cheryl Woodward - Blacktown.

Suggested themes were voted on and a list of 12 decided on and allocated to months for 2015. Ideas for blogs brainstormed and notes taken by Ellen. The steering committee can now start writing the blog posts with the aim that they are all done by August to allow NSW libraries to plan for 2015 integrating the NSW RA Group themes. Some posts may be undertaken by Surrey or Nelson libraries.

• January #wellread
• February #shortread
• March #poetryread
• April #reflectread
• May #migrantread
• June #legalread
• July #chillread
• August #watchread
• September #localread
• October #darkread
• November #technoread
• December #sweetread

Everyone invited to contribute if you have more ideas for a theme, or if you would like to take on writing the blog post any theme in particular - email Ellen.

General guidelines for posts - links to authors or titles highlighted in blog posts are linked to Webcat so they have universal appeal; posts are about 6 paragraphs long and include an introduction to the theme for the month, the broad concepts of the theme and then alternative ideas; the last paragraph or so contain the instructions for the Twitter discussion and are the same each time with changes for theme & dates only, insert a picture - often from Flickr Commons.

- on integrating Novelist into your Library catalogue Sutherland Library took the opportunity to investigate Readers' Advisory tools that integrate with Library Management Systems (LMS) when moving to a new LMS. Libraries have access to the NSW.net version of Novelist but the integrated version, Novelist Select, is a step up from that and an additional fee ($500-$1000) is required. Novelist Select provides an alternative to products such as LibraryThing for Libraries, syndetics and Chillifresh.

It works by looking in the catalogue records for ISBNs and titles and uses the Novelist database to suggest author/genre readalikes, other titles in a series and other suggestions for further reading.

(A good search to try to see what is available in the catalogue integration is for the Twilight series from Stephanie Meyer: http://encore.sutherlandshire.nsw.gov.au/iii/encore/record/C__Rb1127344__Stwilight4 breaking dawn as an example).

• A why? link under the book cover image gives reasons why the title is given as a readalike.

• Hovering over the cover of the book jackets gives links so that customers can indicate if a title does or does not fit as a readalike in their opinion and that data is fed back to Novelist to improve the service.

Questions from the floor:

• Q: Does Novelist Select reference books held by your library service?

• Libraries can upload a file of ISBNs and titles so it can reference your library's collection but Sutherland has had difficulty generating these files and they are out-of-date as soon as more records are added so they need to be updated frequently. Sutherland has older catalogue records without ISBNs and these do not show up at all.

• Q: Do the cataloguers need to do anything special?

• - No, they just need to ensure the ISBN is included in catalogue records. No special tags are required.

• Q: What customer feedback is Sutherland Library getting, are people commenting on it?

• There has not been a lot of spontaneous feedback, but when customers are shown they are impressed, especially if they have been asking the "what can I read now?" question. Many people may not have scrolled all the way to the bottom of the record to see the Novelist elements. The page takes slightly longer to load also so some people may not see them.

• Q:If only works on certain ISBNs and if not all records have ISBNs how much of your collection is accessed and is it worth it?

• -Australian ISBNs often do not match up with the Novelist ISBNs. At present about 25-30% of the collection matches with Novelist but it is expected that over time this percentage will increase as new titles/ISBNs are added and old records without ISBNs are deleted. As it is inexpensive and also provides links to Goodreads, Sutherland is happy with the product.

List of LMS that Novelist Select can be integrated with -http://www.ebscohost.com/novelist/our-products/novelist-select-ils.

- Ellen reminded the meeting all library collections can be considered in Readers' Advisory, not just Fiction. Remember Non-fiction, Local Studies., social media, etc.

With social media, the more outlets you have, the more opportunities you have for Readers' Advisory, eg Pinterest is good if people are visually oriented. Singapore are big users of Instagram.

- use Hootsuite to schedule posts in advance across multiple social media platforms. The whole year can be set up with links to the Read Watch Play blog in under an hour. Let Ellen know if you are aware of a big anniversary that could be blogged about, eg. the 200th anniversary of Pride and Prejudice earlier this year, May the Forth, Tolkien, etc. You can offer to write a special blog post yourself, or allow others to do so. Try to remember the program is international now but local themes can be included too.

Held at the State Library NSW in 2013- notes by Melanie Mutch.

Rachel Van Riel of Opening the Book is an advocate of reader development. The company takes a reader-centred approach to Library design.

Opening the Book was founded by Rachel Van Riel in 1991. Rachel 'invented' the practice of reader development and the company led the growth of the reader-centred ideas now embedded in UK library practice. Since 2000, Opening the Book has applied the customer-centred approach to library space planning and we now specialise in design and installation of library interiors as well as continuing to offer a large programme of staff training.

A mission statement for reader development

The best book in the world is quite simply the one you like best and that is something you can discover for yourself, but we are here to help you find it. © Opening the Book Ltd

ASSUMPTIONS LIBRARIES MAKE ABOUT CUSTOMERS

• They know what they are looking for.
• They'll ask if they can't find something
• They'll come back again if they don't find it this time
• They've got all the time in the world - the way we deliver the service can indicate that our staff time is more important than the customer. Eg not making eye contact, looking too busy to interrupt.

STAFF PERCEPTIONS OF CUSTOMERS

• Staff are most aware of the customers who come to the counter.
• When asked to describe customers and their needs, most staff will describe this typical customer.
• Staff don't always perceive the reality of the typical user, because many users are invisible, and don't choose to interact with staff.

If your library had 100 users, what would they look like? This infographic comes from the Melbourne City Council Plan 2013-2017.

Melbourne City Library Users

WHAT WE LEARN FROM OBSERVATION

* 1 in 4 people visiting the library are looking for something specific. The other 3 looking to be tempted - they have an idea of the sort of thing they want, but not a specific title in mind. * Ask your customers -' how did you choose the items you're borrowing today?' * Consider what a person's goal is on their library visit. Someone filling in time will want to use the library differently than someone in a hurry. * The average visit to a public library in England, Wales, Scotland is 5-10 minutes. If this is average then many people must be staying for less than 5 mins. * Few people ask staff anything - only about 1 in 20 ask. How do we respond to people who don't ask us for help?

BOOK PROMOTION AND DISPLAY

* Display is the conversation you can have with the people who don't want to talk to you. * Retail display is not about marketing the best sellers. Libraries need to show that we are doing something bigger educationally and culturally. Sutton Central library - have a display area called Page One, right at the entry way (picture below). It works especially well for people who are short of time, or don't know what they want. - It holds .05% of collection, but 30% total fiction loans come from this area.

Sutton Library Page One

THE PROBLEM:

• Too many books to choose from
• Difficult to browse
• Spine on display hides the cover

Things to think about:

CUSTOMER COMFORT

* How comfortable is it to browse the shelves? 50% of people in American stores buy the first thing they touch (Paco Underhill research)

• Observe the body language of your browsers. How open is it?

SIGHT LINES

• People start browsing a display from 5 meters away.
• Angle books so they jump into the eye line as you come into a space.
• Keep the display topped up - usage falls steeply when a display is less than 70% full - people think it has been picked over and the best is gone.
• People will look where they think the best things are.
• Spinners and trolleys are a different shape, but they replicate the problems of shelves because they display spine out. The books are not touchable.
• You should never see more unit/furniture than books you should focus on the books.
• Walk around units are the hardest to design and to make them look good.

DISPLAYS THAT WORK FOR CUSTOMERS

• Choose a good location
• Keep it topped up
• Can be small if well placed and well managed
• Do one good display rather than 3 poor ones
• Traditional library displays - lots of props, look but don't touch, things so cluttered so people don't feel like they can touch them.
• Use best space like counter top to promote your core product, don't give that space to other people - retail wouldn't!
• Signed displays make it harder for staff - unless there is the need for a special promotion, let the book covers speak.
• Need to make sure people have the equipment they need to do a good job of display. Need to allow for the fact that the books are different sizes.
• only use graphics if they look good and have been properly designed.
• Keep displays topped up
• Buy the right unit for the right sized book. There is not a one size fits all product.
• Use acrylics for on-shelf display.

ENCOURAGE STAFF TO DO GREAT DISPLAYS

Give people something they feel they can make an impact with. Give them a definable task. Create a sense of achievement, rather than of ineptitude/fear/wrongdoing.

• Practice - it is the only way to learn this
• Colleague support eg new routines to check each other when in different spaces
• Get people to swap and work in another library branch, even for just one week.
• People do want to get more out of their jobs, and will often enjoy doing something that they didn't think they wanted to do.

READER FRIENDLY SIGNAGE

Libraries are undersigned at a global level and over signed at a local level. We don't have enough big signs, but we have too many stickers on the book itself.

• You don't need to explain everything. Putting labels on things, doesn't stop mistakes. It just makes staff feel relieved of responsibility for the problem.
• Use the book covers to aid navigation.
• Again, genre type labels (eg letters, coloured squares) are not for the customer, they are for the staff.

COLLECTION MANAGEMENT

• Maintaining a showcase area is a top priority
• Manage the stock into the space
• Prioritise the 75% of impulse choosers. They only want 25 percent of space, don't want too much choice.
• Plan for topping up in high turnover areas. Should be doing this constantly
• Dress the shelves, give books from the bottom shelf their time at eye level
• Treat stock as dynamic, not static
• Experiment with merchandising and promotions

FIRST IMPRESSIONS

Questions to ask at your library:

* What is your core business?

• Stand at the entrance, what's the first thing you notice?
• What's the first written poster
• How far do you go before you see books? Which books are the first you see?
• Is the space too full? Too empty and cold?
• Which objects are the 'stars' of your space? Desks, computers, plants, artworks, chairs, books, trolleys?
• Where are the staff, what are they doing?
• Count the number of negative notices you can see.

THINGS TO KEEP IN MIND:

• People will linger longer in open spaces
• Too many signs and notices are confusing
• Keep sight lines and routes through clear
• Watch for space becoming the personal territory of the people who work there. They think it is friendly, but most people find it alienating. Lack of understanding of barrier between personal and professional.
• Rethink visible work processes. Is the first thing people see crates or trolleys?
• First impression must be nice. Make it a book offer.
• Clutter distracts from the books - kids areas can look like a primary school classroom, but this is not what we want.

UNDERSTANDING PEOPLE FLOW

Destination vs impulse - Destinations are places people will ask for eg the toilet, the photocopiers. If people can't find these, they will ask. Computers have been a destination, but now it is power sockets.

• Books are much more of an impulse choice. They might not be the intention, but people might be tempted by them.
• Move the desk further back into the library, and move the photocopier with it.
• Set up shelves so that people can browse comfortably out of the way of traffic flows people are not comfortable to linger if they might be bumped into or in the way.
• Library layouts that draw people in straight stacks are functional, but not pleasurable. It pleases the one in 4 that know exactly what they want.
• Think about what is in the line of sight for the customer. Present books or screens at eye line at every turn - OPAC screens must have interesting and engaging content
• Keep seating areas inviting. Grouping chairs is always more comfortable and inviting, even if people are not in a group. NEVER put chairs on the bay end.
• Curved desks for study use makes the space feel not like school. A subtle signal that we are different to formal institutions.

USING COLOUR AND LIGHT

A dynamic colour scheme conveys confidence and raises aspiration. Use classic colour theory or schemes will date

• Work with a palette, don't mix and match. Trust the professionals. They know much more than you do.
• Keep neutral shelf inners (eg charcoal)close to books. Can use interesting colour arachnid the shelves
• If you inherit a mess, work to achieve coherence over time. If you are only buying in stages, don't buy bright coloured chairs - charcoal is best. If you are doing a complete refurbishment, use bold colours - with professional advice.
• Lighting is an expertise, proper lighting makes a huge difference. Quick choice needs supermarket bright lighting, lounge areas might benefit from a more intimate lighting.
• Always exploit natural light. People walk towards windows.

FURNITURE DESIGN FOR CHILDREN

• * Combine play and reading - separation sends the message that books are not fun.
• Make books the stars
• Make choosing books fun
• Make it a physical experience, but reflective, not run and jump.
• Kinder boxes, book boxes don't encourage choosing you can't see the cover.
• They are organised for adults, not children.
• Do not waste staff time putting picture books in alpha order. Make note of the books in high demand, and put them on priority display.
• Feature fillers - on shelf face out acrylic holder that also has a space for a graphic so it doesn't look sad when empty.

COUNTER AND STAFF POINTS

Service Desk

• Change the main desk. Move it away from the front entrance.
• Reduce the size, height and sense of barrier it creates.
• Use pods and walk to points
• It should not be an expression of ego.
• Have a counter where the customers can also sit - invites friendly conversation.

Returns

• It is not a big deal to ask people to walk further to return their books. Make them walk inside - they might be tempted by the product.

Transition Zone

* There needs to be a transition zone/decompression zone from outside to inside. Think about 'breaking distance' - how long will it take someone to stop to look? People won't turn around and go back.

• There is no point putting things in the transition zone. People will not stop to browse. No one will look at a notice board there. This is the place for a simple bold graphic or promotional message.

COMMUNITY NOTICE BOARD

• Clear policy, local first, not for profit before profit.
• Don't have them at the front door. Displays of community art can look like a charity shop window.
• Never give your best display space to someone else.
• Idea - use a digital photo frame, and scan in notices to scroll. An excellent way to display children's artwork.

- Ellen recommends signing up to the American Library Association CODES discussions. There are usually around 3 discussions per year with emails coming in over a couple of days. Gmail was recommended as emails are grouped by topic allowing the conversation to be more easily folled. - NB there may be up to 500 emails on each topic so ensure you set up a folder to receive the emails so your inbox is not overwhelmed. The emails can be quickly vetted for those which pique your interest and the bulk of them can be deleted. Recent discussion points include

• Marketing your staff - My Librarian at Multnomah County Library is an example.
• What is your professional RA reading?
• What about when we find ourselves assisting and advising beyond what we have in our actual collections? - Kindle singles, free public domain ebooks, sources of long form journalism
• Roving RA

• The Lavender Keeper by Fiona McIntosh
• Night Terrors by Tim Waggoner - a free book from Netgalley.com
• When the Night Comes by Favel Parrett
• The Name of the Wind by Patrick Rothfuss
• All Joy and No Fun by Jennifer Senior
• Free Schools by David Gillespie
• This is the Story of a Happy Marriageby Ann Patchett
• David and Goliath by Malcolm Gladwell
• Flora and Ulysses by Kate DiCamillo
• The Lost Child by Suzanne McCourt
• The Literature of Parisby Jamie Cox Robinson
• The Return of the Dancing Masterby Henning Mankell
• We Are All Completely Beside Ourselvesby Karen Joy Fowler
• The Daughters of Mars by Tom Keneally
• The Invention of Wings by Sue Monk Kidd
• Tasty Express by Sneh Roy - author of the Cook Republic blog
• The Master Pearler's Daughter by Rosemary Hemphill
• Les Miserables by Victor Hugo - in little bites
• Poison,CharmandBeauty by Sarah Pinborough
• BiblioCraft: The Modern Crafter’s Guide to Using Library Resources to Jumpstart Creative Projects by Jessica Pigza
• Red Dragon by Thomas Harris
• The Picts : a history by Tim Clarkson
• The Girl with All the Gifts by MR Carey
• Across great divides : true stories of life at Sydney Cove by Susan E Boyer
• Barracuda by Christos Tsiolkas
• The King(Black Dagger Brotherhood series) by JR Ward

Our thanks to the staff at Parramatta Library for hosting this meeting.